Journey Mapping

Create images of a service experience for discussion of the current state or future desired state.

Interested? Contact us.

Why does journey mapping matter?

Journey mapping provides you with a detailed understanding of how your existing customers and potential customers view and interact with your business. It gives you the power and knowledge to optimize the overall customer experience to stay ahead of trends and provide even more value as a brand or service.

What’s our process?

We have experience with creating journey maps for agencies. Our research approach is designed on a project by project basis to uncover the goals, motivations, attitudes, constraints and pivotal moments in the customer journey (both positive and negative).

1. Recruiting

Develop participant recruiting criteria
Recruitment of employee and customer participants

2. Employee and Customer Research Interviews

One-on-one or small group interviews with current or competitor customers to understand desired outcomes, key steps, and emotions during the experience
One-on-one or small group interviews with employees to understand their perspective on the key steps for customers and customer emotional journey during the experience

3. Experience Trends Research

Research similar journeys or steps to find trends
Summarize trends and best practices of the similar journeys

4. Metrics and KPI Research

Consolidate available data to understand the organization’s performance in the delivery of the service

5. Visual Summary

Create a visual representation of the service journey for conversation

Assumptions

Recruitment from customer lists
User personas or behaviour profiles are available

Benefits

Move from assumptions based to research-based decision-making
Create alignment across the organization for changes in the service experience